Managing the Services Sector – The Case of Zomato Delivery Services

Abstract

Internet usage has increased as a result of globalization, both inside individual organizations and between businesses and their consumers. Consumers use the internet not only to place an order for a product, but also to research the product's price, features, and after-sale support options at other retailers [Das, J. (2018)]. The Internet is rapidly replacing other distribution channels as the primary interface for finding, selecting, and purchasing media. With the help of online food ordering aggregators (OFAs), customers can place orders from various restaurants with only a few taps of their cellphones. The restaurant food delivery industry is changing fast [Kapoor, A. P., & Vij, M. (2018)] due to the proliferation of new internet delivery channels vying for clients in several Indian metropolises. Even though these companies may swiftly get their orders via online channels and serve multiple restaurants in any particular local market, meal delivery services have grown quite profitable during the previous five years. However, because of how busy people are, the need for delivery services between restaurants has grown substantially. In their spare time, many people order takeout from their favorite restaurants and then go there to pick it up. People's hectic schedules have made them seek out meal delivery services that can speedily get their orders to them. Because of the proliferation of new meal delivery firms and the availability of convenient order-taking apps on mobile devices, demand for these services has skyrocketed.